Miguel Diaz

Maximus Inc. Remote – Telecommuting
FEMA Project 10/2022 – 01/2023
• Spearheaded and supervised a customer service team, achieving program objectives and exceeding customer service agreements for the Maximus Federal Emergency Management Agency (FEMA) project.
• Ensured unwavering adherence to quality standards and best practices.
• Fostered a collaborative and positive work environment by supporting and enforcing client expectations.
• Contributed valuable insights during calibration meetings, leading to the enhancement of policies and procedures.

Maximus Inc. – Health Services Remote – Telecommuting
CDPH COVID-19 Project 04/2020 – 05/2022
• Managed and supervised a team of 35 agents dedicated to the state of California Department of Health COVID-19 project.
• Implemented strategic initiatives to optimize operational performance, including call management, call back, and quality improvements.
• Conducted daily team meetings, effectively communicating changes and vital operational performance information.
• Ensured adherence to script guidelines, health quality standards, HIPAA compliance, and project procedures through call monitoring, identifying training needs for continuous improvement.
• Conducted in-depth data analysis, examining call statistics and service metrics on a daily, weekly, and monthly basis with a goal to enhance team performance, KPI achievement and quality.
• Cultivated a culture of trust and growth through impactful weekly 1-on-1 meetings, fostering a high-performing team environment.
• Set performance targets for agents and collaborated with internal teams to drive a culture of service excellence, continuous quality improvement, and creative problem-solving for our clients.

• Supervised 27 office and field enumeration agents, providing people leadership and overseeing departmental operations.
• Proactively monitored work performance, coaching agents for success and implementing corrective actions as needed.
• Consistently communicated changes such as policies, procedures, and overall performance to ensure a cohesive and informed team.
• Established and optimized workflow processes, monitoring daily productivity and making necessary modifications for efficiency.

• Generated leads, supporting account managers and key accounts with lead information.
• Responded promptly to quote requests and provided valuable information on stainless steel tubing, valves, and fittings.
• Assisted in the development of quality improvement programs, boosting productivity and efficiency.
• Collaborated in selecting appropriate products and assemblies, showcasing product expertise.
• Drove a remarkable 20% sales increase through proactive sales management strategies.

• Provided expert guidance on automation products, process automation, and agent support.
• Engineered tailored solutions to match clients' needs, delivering essential production information as required.
• Proactively researched and recommended alternate products based on cost and availability.
• Boosted sales by 20% through the effective analysis and communication of technical product information.
• Collaborated with systems engineers and customers, delivering reliable automation systems to meet machine requirements.
• Produced process models illustrating automation engineering progress, specifications, and details.

• Managed daily operations, effectively scheduling work allocation for appropriate coverage.
• Developed action plans with short- and long-term targets, analyzing statistical information and holding agents accountable for results.
• Identified sales opportunities, streamlined processes, and drove quality improvement initiatives to achieve organizational goals.
• Successfully cultivated and secured new customer relationships, achieving sales goals and production targets.
• Reduced costs by 20% through skillful client and distributor price negotiations.

• Mentored and coached contact center supervisors to improve performance, efficiency, and overall effectiveness.
• Aligned contact center initiatives with supervisors and team leads, collaborating within departments to achieve weekly, monthly, and yearly goals.
• Led weekly calibration meetings, resulting in improved contact center quality and sales performance.
• Cultivated a team-driven success environment, promoting individual contribution and accountability.
• Developed high-quality employees within the call center to assume leadership positions.
• Collected and analyzed call center statistics, sales rates, costs, and customer metrics.
• Successfully increased sales by an impressive 25%, setting ambitious goals, overseeing performance, and mentoring staff